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Dunning Notification & Automated Payment Retrials


As part of the User terms and conditions, when a customer signs up to a subscription it is on a recurring basis meaning that when the next installment is due Cleeng, will automatically deduct the funds from the customers account.


Although this may seem obvious there is actually quite a bit of interesting logic set in place to ensure your users not only have a seamless experience without any service interruptions, but also to reduce the amount of customer churn that comes from things like expired credit cards or insufficient funds.  So let us provide some insights into the advanced logic (or magic) that is happening when using Cleeng Core behind the scenes.

• To know more about Cleeng Churn IQ, please click here


Automated Payment Retrials

When it comes to processing subscription payments, our system runs a call to the customers provided payment method. However, if this does not work and the funds are not captured due to one of the aforementioned reasons, Cleeng’s automated retrials start to fire. This is a process where Cleeng tries a further two (2) times to capture the payment through the selected payment gateway.

Customer Dunning Notifications

Working in unison with the above actions are ‘Customer Dunning notifications’. For each failed payment attempt, Cleeng's system will automatically send the customer a notification advising them of the failed attempt and asking the customer to check their provided payment method.


Work flow of Automated Payment Retrials and Customer Dunning Notification

Basically, the system performs multiple automated retrials before the due date to ensure that enough funds are available before the actual transaction. When authorizations fail, dunning emails are sent automatically.



Here are the contents of these emails:

1) E-mail stating that we can not charge the payment and ask viewers to update the card details




2). Email explaining that the card is about to expire and the card needs to be changed to continue the subscription. (These emails will be sent between 20 days before the due date and the due date)



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